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Chat Session with Comcast


Last Edited: December 21, 2013, 8:54 am

First of all, always use a chat session so you have proof of what they tell you. I had already made 2 phone calls to Comcast to get my $20 credit. I wouldn't have even know about the $20 credit (They will never till you about it) had I not been so Pissed off about them not showing up for a scheduled appointment. No one even called to tell me they were not going to make it. When I called them to ask why no one showed, they told me it hab been resheduled for Friday between 1 and 3pm. Now how in the Heck would I have known if I hadn't called. Thisicked me off so bad, I started doing some research and found out about the Comcast Customer Gaurantee.

The point is, Comcast thought I would just forget all about it, I'm sure. If this happens to you, get your $20 credit, but use the chat session so you have proof.

The Chat session was somewhat comical, so I wanted to share you you guys.



analyst Betsy has entered room

Betsy:  Hello Tony, Thank you for contacting Comcast Live Chat Support. My name is Betsy. Please give me one moment to review your information.

Tony:  My Issue: There was supposed to be a $20.00 credit on this bill, because no one showed up for a service appointment on November 26, 2013 between 3 and 5pm. I called and they told me a credit would be issued and be on the next bill.

Betsy:  It's my pleasure to have you on chat today. I am looking forward to assist you.

Betsy:  Tony , I understand you want to make sure that all your billing charges are correct. Personally, I also make sure that I am billed correctly. I would be very glad to check on this for you. Let me pull your accout so we can discuss the bill together.

Betsy:  To better assist you, do you mind if I ask you a few questions?

Tony:  What is your question?

Betsy:  To ensure I have the right account up, would you please verify the account # and complete service address?

Tony:  I have already provided that. (Had to provide all this information just to get into the chat session) XXXXXXXXXXXXXXXXXXXXXXXX Service ticket number was 344577028.

Betsy:  Thank you.

Betsy:  I have your account information pulled up. I’d like to do an account review with you after we address your question/concern. Would that be fine with you?

Tony:  Fine.

Betsy:  Thank you for waitnig, Tony.

Tony:  Are you still there Betsy? (After 8 minutes of waiting)

Betsy:  Yes, I am still here Tony.

Betsy:  I have your account information pulled up. I’d like to do an account review with you after we address your question/concern. Would that be fine with you?

Tony:  Me Too.

Tony:  Deja Vu. You have already sent this message.

Betsy:  Oh, my apologies. I am checking your account right now Tony. I am reviewing your account for me to give you the right information.

Tony:  You can give me the $20 credit as promised and according to the Comcast Customer Guarantee.

(Finally admits they failed to issue credit)

Betsy:  I have a good news for you, Tony. I have check here that the $20, indeed did not reflect on the bill. I am going to process these credit and these will reflect on the next bill. Rest assured that their is $20 credit on it.

Tony:  Well I heard that last time.

Tony:  I would like an e-mail from your supervisor stating that please.

Betsy:  I am personally credit these. For references I can give you my chat ID number, Tony for you to believe me that I truly assist you and credit with your concern.

Tony:  SO did the last person.

Betsy:  I can give you my employee ID to make sure that I processed the credit for you.

Tony:  OK.

Betsy:  Here is my Employee ID for references 100751931. I already credit the $20 for you.

Tony:  Thank you. I'll save this chat session as a reference. We'll see if the credit actually gets applied.

Tony:  I'm signing off now.

Betsy:  Yes, Tony. The $20 credit will reflect on your next bill.

Betsy:  I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today?

Tony:  No

Entry #23


rdgrnrComment by rdgrnr - December 21, 2013, 9:41 am
She answers questions like Nancy Pelosi.
MADDOG10Comment by MADDOG10 - December 21, 2013, 9:58 am
I was thinking that she also thinks like peloooosi.

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